Customer Service Representative

Collabera; Pennington (NJ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term disability insurance

Short-term disability insurance

Paid parking/public transportation

Paid time off

Paid sick and safe time

Hours of paid vacation time

Weeks of paid parental leave

Paid holidays annually

As applicable

Job summary

Collabera is seeking a Senior Customer Service Representative to support a leading financial services organization within retirement services. This role handles account maintenance, onboarding, document review, troubleshooting, and servicing, requiring strong communication and the ability to excel in a fast-paced call center.

You will assist customers and internal partners, navigate multiple systems, authenticate customers, follow risk controls, and maintain accurate records.

Qualifications

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Experience in a high-volume call center or customer support environment.
• Strong verbal and written communication skills with excellent grammar.
• Ability to navigate multiple systems and screens simultaneously.
• Proficiency in Microsoft Outlook, Word, and PowerPoint.

Responsibilities

• Support retirement account servicing, maintenance, and account feature enrollment requests.
• Assist customers and internal partners with account inquiries, troubleshooting, and account-related support.
• Provide accurate and professional responses to customer questions at the point of contact.
• Navigate multiple systems and applications to research and resolve account-related issues.
• Review documentation and assist with account processing activities.
• Authenticate customers and adhere to company policies, procedures, and risk controls.
• Escalate potential risks or service issues when appropriate.
• Deliver exceptional customer experiences while maintaining productivity and quality standards.
• Maintain accurate records and documentation of customer interactions.
• Handle confidential and sensitive information with discretion and professionalism.

Skills

Strong communication

Customer service

Conflict resolution

Working under pressure

Reliability

Punctuality

System navigation

Education

High school diploma or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft PowerPoint

Job description

We are seeking a Senior Customer Service Representative to support a leading financial services organization within a retirement services environment. This role provides customer and internal partner support related to retirement account maintenance, account onboarding, document review, troubleshooting, and account servicing. The ideal candidate will possess strong communication skills, exceptional customer service abilities, and the ability to excel in a fast-paced call center setting.

Key Responsibilities

• Support retirement account servicing, maintenance, and account feature enrollment requests.
• Assist customers and internal partners with account inquiries, troubleshooting, and account-related support.
• Provide accurate and professional responses to customer questions at the point of contact.
• Navigate multiple systems and applications to research and resolve account-related issues.
• Review documentation and assist with account processing activities.
• Authenticate customers and adhere to company policies, procedures, and risk controls.
• Escalate potential risks or service issues when appropriate.
• Deliver exceptional customer experiences while maintaining productivity and quality standards.
• Maintain accurate records and documentation of customer interactions.
• Handle confidential and sensitive information with discretion and professionalism.

Required Qualifications

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Experience working in a high-volume call center or customer support environment.
• Strong verbal and written communication skills with excellent grammar.
• Ability to navigate multiple systems and screens simultaneously.
• Proficiency in Microsoft Outlook, Microsoft Word, and Microsoft PowerPoint.
• Strong customer service and conflict resolution skills.
• Ability to work under pressure in a fast-paced environment.
• Strong attendance, reliability, and punctuality.

Preferred Qualifications

• Experience supporting retirement services, financial services, or wealth management operations.
• Experience with account maintenance, onboarding, and customer support processes.
• Ability to quickly learn new products, systems, and procedures.
• Positive attitude and openness to coaching and professional development.

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan
• life insurance
• long-term disability insurance
• short-term disability insurance
• paid parking/public transportation
• paid time off
• paid sick and safe time
• hours of paid vacation time
• weeks of paid parental leave
• paid holidays annually
• as applicable